ComplaintsforPom Gear Inc.
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Complaint Details
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Initial Complaint
03/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bluetooth headphones purchased in November 2022 as a gift for Christmas. The charging cable was damaged out of the box. The company has been contacted numerous times. I have 17 emails of correspondence. The company sent a new charging cable but the envelope had been torn open and it arrived empty. I emailed the company and was told they'd shipped another one on 16 Jan 23. As of 3 Mar I had still not received the cable and was told I should get it on Monday 6 Mar. It never arrived. The headphones are under warranty and it was registered with their site. They still asked for a receipt which I provided them a photo of. Their warranty registration appears to be perfunctory. The ****C cable is what needs replaced.The return address on the envelope was Cellular Empire dba Pom Gear, **************************************************Initial Complaint
01/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a product made by POM Gear from ** ****. A device that holds my phone in my car. It broke less than 2 months of having it. I completed the warranty information with the company and they are not honoring a replacement. They are stating I need to pay to send the broken device back so they can "fix it" (It is not fixable.) or that I can pay $10 to get a replacement. Both of these costs are more than the cost of the item itself $7.99 before tax. I should not have to pay to get a replacement item for a defective item that worked less than 60 days. What is the point of a warranty? this company is very deceptive and not honoring the warranty as the website states. They state this "We do stand by our product and will do our best to accommodate our customers with any issues or concerns they may have." and this "POM Gear provides a limited warranty against manufacturing defects on all products. The limited warranty starts at the original date purchase. The manufacturing defects are determined at the sole discretion of POM Gear. Proof of purchase is required in order to submit a product under warranty claim for a manufacturing defect. Any customer requesting a replacement device that is currently located Internationally (outside of *****************), will be asked to pay a discounted shipping rate to cover International shipping costs. Failure to do so, may result in repeal of warranty replacement device." - Simply put, I spent my hard earned money on a product that broke soon after purchase and failed to meet their quality standards and they are refusing to honor their warranty for a product that "they stand by" but apparently don't stand by. All I am asking for is a replacement and they are making it difficult and have no concern for their faulty products.Business response
03/25/2022
In response to complaint# ******** ,
We are not understanding Why the complaint was made.
We are committed to satisfying all consumers and have a fair policy that is adapted from the Largest Usa corporations including Apple, ****************** & others.
We offer free replacement for a defective product but it must Be returned to us to get a replacement.
We additionally offer a non-return replacement option with a $10 shipping handling fee.
Both options offer a brand new replacement unit.
While this product is clearly not defective but was
Broken by the consumer while in use, regardlessly we still offer the free replacement as a courtesy.
All the consumer needs to do to get a brand new replacement Is to return the one they broke - but they do not want to return it, contrary to our policy.
We see no reason for This baseless complaint and request that it be removed as invalid.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.